In the world of Customer Relationship Management (CRM) enterprises
are beginning to wake up to the fact that Customer Service and Support
is an important part of their business. Customer Service and Support
automates service requests, complaints, product returns and enquiries.
This is the necessary walk that follows the talk of sales, the place
where one slip throws away all the money spent on acquisition costs of
customers, as they abandon the enterprise, dissatisfied, never to
return, and tell all their best friends why.
This decade has seen the operational processes of CRM
focus brilliantly on the top line revenue areas of sales force
automation (SFA), and now marketing and especially analytics, enabling
the enterprise to “own” the customer in an increasingly “disloyal”
environment. But customer churn is expensive, and talk is now beginning
to emerge for carrying this same focus over to the areas of Service and
Support; customer acquisition is wasted without retention.
Back when Clarify was its own company, it had arguably the best service and support functions in the field of Operational CRM.
In those days Clarify was the gold standard for service. And back then
too, Dovetail Software was Clarify’s legendary, agile tech partner,
creating custom enhancements on-the-fly for legions of Clarify
customers. You knew us back then as First Choice Software. We’re all still the same people, and we’re even bigger in the space.
Clarify’s
product strength made it into a 2-plus billion dollar company, but
history shows that passionate development of Clarify CRM
ended with its acquisition, first by Nortel, then by Amdocs. Despite
the value Clarify brought to Amdocs by rounding out its product range,
Amdocs remained exclusively committed to the telco processes, and
essentially neglected the broader development path that the community
of Clarify users were depending on.
Now, with the requirement
for improved customer service and support gaining attention across the
space with the business-process managers, and with the consequent
demand for improved technical development in the support area, Clarify
users are in an increasingly painful position. Fortunately, they have
Dovetail. While Clarify’s CS&S strength has eroded, Dovetail’s
CS&S has grown stronger year after year. We have our own Customer
Service and Support solution now. And we’ll put our Assisted Support
application against anyone’s in the world – no one can beat it.
We’re
Dovetail Software, formerly First Choice, same people, same ethic, same
vision. For years if you wanted a consultant for your Clarify
infrastructure, you’d come to Dovetail. We know your Clarify better
than Amdocs, better than anyone, to the highest expert level.
And
we know you, the Clarify users. We know what kind of shape you’re in.
We’ve worked with enough of you, helping you customize and migrate your
legacy Clarify systems. You are the forgotten people.
In the
Customer Service and Support field, you are the forgotten people in the
Forgotten Space. We never forgot you, or your Clarify development path.
We created our own applications from scratch to deliver robust,
flexible, and most importantly customizable, tools – to bring your
Clarify data back into service, to give you a way to use your CRM competitively, as a living system, with a future development path.
Dovetail’s
people remember Clarify’s users. Our engineers help Clarify managers
make their legacy Clarify systems work (and even shine). We can migrate
you onto the .NET platform, with better software, we can do it in small
increments, or across the board, and we can do it with not one egg
shell breaking.
